Sushil Jadhav Email and Phone Number

Taking care of Rest of Maharashtra for service delivery for Banking Sector and other private projects.Monitoring of the authorized service Centre of Lenovo and Acer at ROM.Responsible for all service calls, for customers like SBI, Indus, Yes Bank, JSW, HDFC, and others for the entire ROM region.Responsible for delivering revenue targets (P&L).Responsible for invoicing and collections.Responsible for the productivity of all Team Leaders and a strong staff of Approx. 40 Field Engg. team across entire Maharashtra.Responsible for spares accountability.Ensuring that the escalations/ complaints reported by the customers are resolved within the timeline allotted for the nature of complaint.Handle customer inquiries, complaints, billing questions and payment extension/service requests.Interface daily with internal division in accounting, field services, new business, operations divisions

IT Facilities Operations & Management Workplace Management Service Delivery Excellence SLA & KPI Tracking Compliance Management Budget Planning & Optimization. Vendor Management & Client Relationship Management Stakeholder Communication Team Recruiting, Training & Development Risk Mitigation & Audit Management Process Improvement Operational Governance

1. Inventory Management, Buffer, coordinating with logistics, Analyzing data for process improvement, and collaborating with suppliers and internal team for West region as SCM.2. Customer Service Management, Customer Satisfaction Enhancement, Cost-Reduction Strategies, Team building & Training, Service Delivery Management, Team Management, Training and Quality Systems Implementation as a Branch Manager

Premium service partner of Acer India Pvt. Ltd., supporting various hardware installations all over MaharashtraResponsible for all service calls, for customers like Infosys, IDBI, Bank of Maharashtra, Union Bank of India, for the entire Maharashtra region.Responsible for TAT, Quality, Skills of the servicesResponsible for the service revenue/ Target.Responsible for the performances of all Team Leaders and a strong staff of Approx. 60 Engg. team across entire Maharashtra.Handling & coordinating with dealers and vendors.Ensuring that the escalations/ complaints reported by the customers are resolved within the timeline allotted for the nature of complaint.Handle customer inquiries, complaints, billing questions and payment extension/service requests.Interface daily with internal division in accounting, field services, new business, operations divisions

Acer India’s directly owned service outlet in name of Acer service LoungeManaging the Service Centre for Trouble Shooting, Servicing & repairing of acer laptops, Handhelds, tablets and projectors.Managing the team of 5 employees. Engineers and front desk coordinatorResponsible for TAT, Quality, Skills of the services.Responsible for the service revenue/ Target.Call (Carryin and Onsite) managementEnsuring that the escalations/ complaints reported by the customers are resolved within the timeline allotted for the nature of complaint.Handle customer inquiries, complaints, billing questions and payment extension/service requests.Handling & coordinating with dealers and vendors.Training for the newly recruited staff, Setting quality systems for high level of satisfaction in employees & customers.Interface daily with internal division in accounting, field services, new business, operations divisions.Developing customers, fixing strategy to increase market share, promotional activities, planning co-ordination.

Authorized service centre for Acer Laptops, Hand Held, Tablet and Projectors since Nov 2002.Managing the Service Centre for Trouble Shooting, Servicing & repairing of acer laptops, Handhelds, tablets and projectors.Managing the sale of Extended warranty, AMC and Optional spares.Responsible for TAT, Quality, Skills of the services.Handling escalations.Handling & coordinating with dealers and vendors.Developing new client base.

Authorized Customer Support Centre for Acer Laptops.Managing the Service Centre for Trouble Shooting, Servicing & repairing of Acer brand of laptops.Handling & coordinating with Head office for logistics support.Training for the newly recruited staff, Setting quality systems for high level of satisfaction in employees & customers.

Trainee Engineer under the assistance of scientist.

Dedicated customer service manager with 25+ years of experienceBest Acer service Centre award for year 2009 and 2010.Managed a high-volume workload within a deadline-driven environment. Resolved an average of 300+ inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).Became the lead "go-to" person for new executives and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.Helped company attain the highest customer service ratings in all categories including communication skills, listening skills, problem resolution and politeness.Officially commended for initiative, enthusiasm, persistence, persuasiveness, intense customer focus and dependability in performance evaluations.